1. How we operateThe shape and form of our on-line shop has been moulded by the experiences of, and feedback from, the thousands of customers that we served face to face, during our days as a real live shop in Greenwich, London.

We know just how diverse the term lingerie can be and we know that we can't address the needs of our customers at all times, just by offering a selection of popular styles. That is for the other internet shops.

Instead, we have built just about the most comprehensive on-line lingerie shop there is. With over 30,000 different products, including size and colour choices, we are able to offer an unrivalled selection.

Obviously, by doing this, it is impossible to stock all products at all times, but by efficient ordering and quick response by our manufacturer suppliers we can still fulfill orders within an average of 14 days, to all parts of the world. We ask you to allow 28 days as a maximum, and we will contact you in cases where an out of stock position is likely to mean an even longer delay.Conversely, we can quite often fulfil orders very quickly, particularly if we have the garments in stock, and it is always worth asking the question.

2. What we do with your orders When you place an order with us, you will immediately see a confirmation screen. You can print this as a timed and dated record of your order. You will also receive a confirming e-mail within minutes.

If we have your items in stock, your order will be despatched within 24 hours. If not, the items will be ordered from the relevant manufacturer. If we find that we are unlikely to meet our delivery schedule, we will contact you for further instructions. You will generally be given the choice between an extended wait for the specific product, a faster alternative or, of course, cancellation.

3. Payment We do not bill your credit card until we are in a position to despatch your order. We use a secure server for our on-line order process, giving you protection for your credit card details.

4. Discontinued itemsWe always try to keep the website up to the minute, but it must be appreciated that many styles and colours are seasonal and are only available for a short time. It is therefore to be expected that certain sizes and colours in a particular style may be offered on our site, yet be unavailable to order. Where possible we will amend the website listings to reflect only the available sizes, but as a general rule we will continue to offer styles and colours, whilst the majority of sizes are still available, after which they will be deleted. We will always inform customers as soon as possible if an order cannot be fulfilled.

5. ConfidentialityThe Undercover Experience will never pass on personal customer information to third parties

6. ComplaintsShould any complaints arise about our products or services please e-mail us at enquiries@undercoverexperience.co.uk